Director, Customer Experience – Implementation

🔥 21 hours ago

🇺🇸 United States – Remote

💵 $122.4k - $178.8k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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R1 RCM

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2017

💼 Consulting

📦 Logistics

🏥 Healthcare

💰 Private Equity Round on 2024-07

Consulting • Logistics • Healthcare

R1 RCM is a leading provider of revenue cycle management solutions for the healthcare industry. With an emphasis on maximizing financial performance and optimizing patient care, R1 offers a comprehensive platform that integrates data analytics, intelligent technologies, and deep expertise in revenue cycle management. The company assists healthcare providers—ranging from hospitals and health systems to physician and specialty care practices—in capturing revenue opportunities, improving payer and patient cash flows, and ensuring compliance with government regulations. R1 is committed to driving cost reductions and revenue improvements while enhancing the patient experience. Their suite of services includes revenue recovery, clinical integrity, and regulatory navigation, making them a trusted partner for many top healthcare providers.

📋 Description

• Own the enterprise customer onboarding and customer experience strategy across all Enterprise customers • Establish standards, governance, and operating models from contract signature through lifecycle maturity • Serve as a senior point of contact for customer executives and key stakeholders during onboarding and implementation • Define and govern enterprise onboarding methodology, customer engagement standards, communication frameworks, and executive governance models • Facilitate customer readiness reviews and post-implementation assessments • Lead executive-level intervention strategies for high-risk customer relationships • Own onboarding and engagement outcomes, including NPS, KLAS impact, customer adoption, executive engagement, and implementation experience indicators • Establish enterprise-wide white-glove customer experience standards and governance • Partner with the VP and Customer Optimization & Satisfaction team on experience reviews and strategic business reviews • Partner with Marketing to create customer-facing materials, executive communications, and engagement campaigns • Lead enterprise customer experience improvement initiatives and direct cross-functional priorities • Develop strategies that improve retention, executive engagement, customer advocacy, and long-term partnership growth • Build and scale the Customer Experience function, including future leadership and organizational design responsibilities • Perform additional duties and responsibilities as assigned

🎯 Requirements

• Healthcare Revenue Cycle Management experience • Bachelor’s degree or an equivalent combination of education and experience • 10+ years of experience in customer onboarding, implementation, customer success, healthcare operations, consulting, or a related field • 10+ years of leadership experience managing teams and cross-functional initiatives • Proven success leading customer transitions, large-scale operational programs, or account management teams • Strong executive presence, communication, relationship management, and problem-solving skills • Ability to influence across a matrixed organization and manage multiple priorities simultaneously • Experience building customer experience, onboarding, or service delivery programs preferred • Experience partnering with customer executives and senior operational leaders preferred • Change management, Lean, Six Sigma, or project management certification preferred

🏖️ Benefits

• Annual bonus plan at a target of 20.00% • Competitive benefits package • Opportunities to constantly learn, collaborate across groups, and explore new career paths • Meaningful work contributing to communities served around the world